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Salesforce Contact Center Accredited Professional Sample Questions:

1. The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

A) Agent Average AHT
B) First Contact Resolution (FCR) Rate
C) Number of Escalated Cases
D) Customer Effort Score (CES)

2. The environments that should have a two-way deployment connection in
this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for
change sets or Metadata API components without testing the full
deployment?

A) Tests in the org or al local tests are run and Apex trigger have some coverage
B) Each class and trigger that was deployed is covered by at least 75% jointly
C) Components have been validated successful for the target event within least
70 days

3. Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

A) Conducting pre-migration security audits and vulnerability assessments of both platforms.
B) All of the above, contributing to a secure and controlled migration process with robust data protection.
C) Configuring data encryption for transferred information and user access with multi-factor authentication.
D) Establishing clear data ownership and access rights for users across the old and new platforms.

4. Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

A) Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.
B) Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.
C) All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.
D) Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.

5. You're validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

A) Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.
B) All of the above, depending on the complexity and desired level of automation for duplicate case handling.
C) Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.
D) Manually comparing case details and identifying duplicates for removal or merging before data migration.

Solutions: